The effects of job resources and job demands on customer service performance of the aviation industry in Vietnam: The mediating role of work engagement and burnout

Abstract

Customers are a direct source of revenue for businesses. To attract new customers and retain old customers, in addition to improving product and service quality, customer care is an indispensable part. Therefore, customer service perfomance is extremely important in the service industry, especially in today's fiercely competitive aviation market. In order to study the customer service perfomance, the author used the qualitative method of group discussion, adjusted the scale to suit the research context; and conducted quantitative research through a survey of 303 flight attendants working at airlines in Vietnam. For data analysis, the author used Smartpls software. The results show that: the job resources positively affect the outcome of customer service perfomance, but job demand resources negatively impact the customer service perfomance. In addition, work engagement and burnout play an intermediary role in the relationship between work resources, job demands, and customer service perfomance. Since then, the study has provided some managerial implications to improve customer service perfomance for flight attendants.